Social media crisis success?

Last month Greggs the well known bakery chain suffered any brands worst nightmare, their Google profile was hacked and their logo and recognisable slogan were replaced with an offensive version.

As with any crisis, especially social media related brands need to act fast but strategically, however although you can have a basic plan in place you can’t plan for every eventually – its simply not possible.

What I think Greggs did really well was not panic and go in to corporate mode, simply issuing a PR statement. Instead they embraced the problem and through reacting quickly, sticking to their brand tone of voice and adding humour they actually turned this social media/PR crisis in to a positive spin. How many brands would have been confident enough to do this?

At the DMA we have some great articles and hints and tips for dealing with a social media crisis which are well worth a read:

- Is your business eady to handle a social media crisis

- What do Subway, Habitat, Associated Press and HMV have in common?

But we’d really like to know what you thought of the Greggs crisis and how they handled it.